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­­­­­­­­­­­­­­­­Switching my mobile number when I join or leave Virgin Media

Whether you’re joining us or saying goodbye, we understand if you want to keep or get a new mobile number. Switching your mobile number is really simple and we can transfer your number in just one working day.

I’m joining Virgin Media

Switching to Virgin Media has never been so easy. All you’ll need to do is grab a switching code from your current provider which you can do before you sign up, or later. Whichever suits you!

PAC or STAC?

If you want to bring your number with you, you’ll need a Porting Authorisation Code, usually called a PAC.

If you don’t want to bring your number with you, you’ll need a Service Termination Authorisation Code, or STAC.

Whether you use a PAC or a STAC, your old airtime plan will be cancelled as soon as the switch completes. That means you won’t need to serve a notice period with your old provider or pay double the bills.

Just bear in mind that if you use a STAC, you won’t be able to recover your old number later. For more information on the STAC process, click here.

How to get your switching code

Ready to switch to us? You need to get a Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC), then give it to us. There are three easy ways to get this from your current provider:

Text PAC to 65075, STAC to 75075

Go to your existing provider’s website and follow the links to Switching

Call your existing provider

You can also ask for your current switching information without requesting a code just:

Text ‘INFO’ to 85075 For example: INFO

When to switch?

Already have your Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC)? We’ll ask you if you want to switch when you sign up. If you do request to switch, the process starts when you put the new SIM in your phone.

And don’t forget, you can always provide us with a switching code later, and choose a switching date that suits you.

If you’re about to use a STAC, don’t forget that you won’t be able to recover your old number later.

What happens next?

If you provide a code at point of sale, the switch process starts as soon as you put your new SIM in your mobile. The day you switch will usually be the next working day (it will take two working days if you start the switch process after 6pm, over the weekend or on a bank holiday) see the table below. Until the switch goes through, your current provider’s service will still be active, which means you can still be charged.

Day your switch process starts

Day your switch takes place

Monday

Tuesday

Tuesday

Wednesday

Wednesday

Thursday

Thursday

Friday

Friday

Monday

Saturday

Sunday

Tuesday

Bank holidays - Just so you know, if you start your switch process on a bank holiday or the day you’re meant to switch lands on a bank holiday this will complete on the next working day.

What else do I need to know?

If you already have a phone which you’d like to use instead of buying a new one from us, then you’ll need to check that your phone is unlocked. If it isn’t, just call your existing service provider and tell them you want to switch.

So we can complete your switch, your SIM card will need to be in the UK. So if you’re thinking about jetting off, it’s a good idea to arrange for the switch to take place whilst you’re still in the UK.

If you are on a Pay As You Go plan we’ll automatically send you an e-top up card once your switch is complete.

What will happen on the day I switch?

On the day that we’ve arranged for your switch to take place, pop your new Virgin Media SIM card into your phone. The switch can take place at anytime during the day and you may experience a loss of service. Your services will be unavailable until the switch is fully completed.

Remember the day your switch takes place is determined by when the switching process was started, see table above.

I’m leaving Virgin Media

If you want to leave us, we’ll be sorry to see you go. But we’ve made things as easy as possible – and given you a few options so you can decide what’s right for you.

PAC or STAC?

If you want to take your number with you, you’ll need a Porting Authorisation Code, usually called a PAC.

If you don’t want to take your number with you, you’ll need a Service Termination Authorisation Code, or STAC.

Whether you use a PAC or a STAC, your old airtime plan will be cancelled as soon as the switch completes. That means you won’t need to serve a notice period or pay double the bills.

Just bear in mind that if you use a STAC, you won’t be able to recover your old number later.

Please be mindful, if you ever receive a PAC unexpectedly without requesting one, contact us immediately. Never ignore an unrequested PAC code, we will never send one without being instructed.

Request your PAC

You can get a PAC in one of three ways:

Call us on 789 from your Virgin Mobile or 0345 6000 789 ** from any other phone

Sign in to your online accountand select Switching to make your request

If you have multiple numbers on your account, you can only request a PAC by calling us or through your online account. You can switch multiple numbers at the same time.

About your PAC

When you request a PAC, we’ll give it to you straight away and send it by text message too.

If you want to go ahead with the switch, you’ll need to give your PAC to your new provider. When you’ve switched, your mobile number will switch to your new provider and your service with us will terminate. We’ll also stop charging you for usage on this number.

Your PAC will be valid for 30 days, so if you don’t give your PAC to your new provider, your service won’t switch, and your service and monthly payments will carry on as usual.

Request your STAC

If you want to change mobile provider and automatically cancel your current service but not keep your mobile number, you’ll need a Service Termination Authorisation Code (STAC). You can get a STAC in one of three ways:

Call us on 789 from your Virgin Mobile or 0345 6000 789 ** from any other phone

Sign in to your online accountand select Switching to make your request

If you have multiple numbers on your account, you can only request a STAC through your online account, or by calling us. You can switch multiple numbers at the same time.

About your STAC

When you request a STAC, we’ll give it to you straight away and send it by text message too.

If you want to go ahead with the switch, you’ll need to give your STAC to your new provider. When you’ve switched, your service with us will terminate. We’ll also stop charging you for usage on this number.

Your STAC will be valid for 30 days, so if you don’t give your STAC to your new provider, your service won’t switch, and your service and monthly payments will carry on as usual.

Just so you know, a STAC won’t switch your mobile number. When you use a STAC, you won’t be able to get this mobile number back. If you want to keep your mobile number, you’ll need a Porting Authorisation Code (PAC).

Switching Information

When you ask us for a PAC or STAC, we’ll send you a text message that contains your code, along with a few extra bits of information. You’ll see confirmation of any cancellation fee, outstanding handset loans (which you’ll carry on paying as usual. Alternatively, pay off your loan in full.),or, if you have any Pay As You Go unused credit . Just remember to use any credit you have left as you will lose it when the switch is complete.

You can also ask for your current switching information without requesting a code in one of three ways:

Call us on 789 from your Virgin Mobile or 0345 6000 789 ** from any other phone

Sign in to your online accountand select Switching to make your request

Further information

Hopefully everything goes smoothly, but if we can’t switch you over on the day we’ve told you, you may be entitled to compensation if it’s delayed beyond one working day.

If your switch is delayed beyond one working day, please give us a ring on 789 your Virgin Mobile or 0345 6000 789 ** from any other phone so we can kick off the process for you.

To be entitled to compensation, there are some criteria you’ll need to meet:

You’ll have to tell us within 30 days once you’ve switched successfully

You’ll have to be switching to Virgin Media from another provider

You’re not at fault for the delay in the switch

Your current provider hasn’t unduly delayed the switch

If these criteria are met, we’ll:

Pay you as a one-off credit

Aim to pay successful claims within two working days

The compensation will depend on the type of plan you’re on:

o Pay monthly? You’ll get a credit on your next bill. We’ll work out the amount by taking your monthly airtime plan cost, dividing it by the number of days in a month then multiplying by the number of days the switch is delayed. (Minimum credit is £3.)

You can also call us, and ask us to terminate your contract, which you won’t need a PAC or STAC for. Just remember to use any credit you have left as you will lose it when you cancel your account.

Please Note: When you cancel your account, your mobile number will terminate and you will not be able to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

** For call costs to our team from a Virgin Media home phone, visit our Call costs. Calls from other networks and mobile may vary.

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